How do you reduce support tickets?

By answering the question on the page where it is asked. Read the last hundred tickets, count the repeats, and put each answer where the customer was standing when they asked.

The reasoning

The three that dominate almost everywhere: where is my order, will it fit, and how do I return it. A tracking link in the confirmation, measurements on the product page and a plain returns policy remove most of the volume.

What most people get wrong

A refund handled well makes a repeat customer more often than a sale handled well.

Most support questions are the same five, and answering them before they are asked is cheaper than answering them after.

Unclear delivery timing causes more abandoned carts than price.

How an app changes it

An app makes the after-sale part easier: order status, reordering and support in the place the customer already has open.